Impact & Expertise

Service Operations

The customer experience has become an important strategic asset in many industries, especially those with commoditizing products or where deregulation has led to fierce price wars and customer churn. Moreover, advances in technology and the globalization of many industries have heightened customer expectations. But too often, misconceptions about what customers value lead to misguided “improvement” efforts that waste valuable resources.

To better focus their efforts, companies must answer key questions such as these:

  • Which customer interactions lead to attrition, advocacy, and greater spending?

  • When should we focus on service instead of product or price?

  • What service experiences hurt customer satisfaction the most?

A customer’s experience must align with expectations to generate satisfaction. Our goal is to help our clients exceed those expectations to create a sustainable competitive advantage that leads to greater profits. Read More 

Experts

More on our Experts

Impact Stories

  • Improving Telecom Customer Satisfaction and Cost
  • See how BCG helped a client cut labor costs by 25 percent while improving service levels by 50 percent.
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  • Service Improvement at a Specialty Retailer
  • Learn how BCG helped a leading specialty retailer improve in-store service.
  • read more
  • Competitive Advantage in Claims Management
  • See how BCG helped a non-life-insurance company to lift profitability and gain market share through excellence in claims management.
  • read more

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Service Operations Publications

  • Lean Services
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